Supervisor, Claims Intake
Company: EMPLOYERS
Location: Henderson
Posted on: May 12, 2022
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Job Description:
Location: Henderson, NVJob_Code: 5466# of Openings: 1 General
Summary for Supervisor, Claims Intake: Manage the day to day
operations of the Claims Intake team. The core functions of this
unit include new claim set up, preparation and distribution of
correspondence, and inbound/outbound call management within the
EMPLOYERS claim system. The Supervisor will provide structure,
direction and support to staff to ensure timely and accurate
completion of tasks related to regional claim files. In addition,
the Supervisor will ensure staff are focused on providing an
excellent customer experience to both internal and external
customers by managing a combination of people, processes and
technology in accordance with company procedures and applicable
state statutes. Essential Duties and Responsibilities: Supervise
day-to-day activities: Provides crucial support to the team by
remaining available at all times for questions and concerns Prepare
and direct scheduling - schedule shifts and breaks as necessary to
ensure sufficient phone coverage for total volume and to meet
Service Level Agreements (SLA's) Coordinates work assignment and
distribution to ensure key performance goals are met Monitor
Representatives' attendance, schedule adherence, and acceptable
occupancy to meet or exceed key performance indicators Work closely
with other Supervisors to ensure customer needs are met while
meeting or exceeding Customer Care Center goals and objectives
Monitor queues, volume and trends; recommend real-time and/or
long-term process adjustments as necessary and alert management as
appropriate Prepares performance reports by collecting, analyzing,
and summarizing data trends on a daily, weekly, and monthly basis.
Report to individual team members, area teams, and management, as
appropriate Responsible for talent management: Participates in
recruiting, selecting, orienting, training, assigning, coaching,
developing, counseling, and performance management; communicating
job expectations; planning, monitoring, appraising, and reviewing
job contributions; planning and reviewing compensation actions;
ensuring compliance with policies and procedures Monitor
productivity, quality, and customer service standards. Carry out
performance management, measurement and evaluation of all team
members to improve customer focus and efficiency Recommend process
improvement and quality assurance programs Sustain an environment
that fosters teamwork, values diversity, supports, and respects all
team members Provide the resources, tools, training and development
to achieve optimal results in accordance with operating procedures
Conduct regularly scheduled department/team meetings Foster an
environment of continuous improvement: Review operating procedures
regularly and maintain appropriate work standards Perform quality
and production audits and report results to staff, management, and
internal customers Identify operational opportunities through
technology enhancements Review operating procedures regularly and
maintain appropriate work standards Gather feedback from internal
and external customers to ensure procedures meet the statutory
requirements of the business Excel at prioritizing, planning and
executing: Ensure that competing priorities i.e. workload,
projects, meetings, training and coaching are completed while
achieving performance objectives Assists with meeting Claims Intake
financial objectives by adhering to annual budget and monitoring
expenditures Establish and communicate individual and team
objectives Assign tasks, follows up and gives instructions as
necessary Other duties as assigned or as situation dictates Job
Requirements: Minimum 1 year supervisory experience or 3 years of
related experience Strong leadership, collaboration, and
interpersonal skills Exceptional organizational and time management
skills Strong analytical, verbal and written communication skills
Proficient with MS Office products including Word, Excel,
PowerPoint, Visio and Outlook Experience with and propensity to
learn evolving technology Maintain the highest level of
confidentiality Preferred, But Not Required: Experience with a
claims record keeping system Insurance claim experience Knowledge
of Workers' Compensation insurance Bilingual-English and Spanish
Bachelor's Degree Competencies: To perform the job successfully, an
individual should demonstrate the following competencies: Customer
Focus - Is dedicated to meeting the expectations and requirements
of internal and external customers; gets first-hand customer
information and uses it for improvements in products and services;
acts with customers in mind; establishes and maintains effective
relationships with customers and gains their trust and respect.
Decision Quality - Makes good decisions (without considering how
much time it takes) based upon a mixture of analysis, wisdom,
experience, and judgement; most of his/her solutions and
suggestions turn out to be correct and accurate when judged over
time; sought out by others for advice and solutions. Developing
Direct Reports and Others - Provides challenging an stretching task
and assignments; holds frequent development discussions; is aware
of each person's career goals; constructs compelling development
plans and executes them; pushes people to accept developmental
moves; will take on those who need help and further development;
cooperates with the developmental system in the organization; is a
people builder. Directing Others - Is good at establishing clear
directions; sets stretching objectives; distributes the workload
appropriately; lays out work in a well-planned and organized
manner; maintains two-way dialogue with others on work and results;
brings out the best in people; is a clear communicator. Hiring and
Staffing - Can identify top talent; hires the best people available
from inside or outside the organization and assembles a talented
staff that works well together. Communication - Is able to express
themselves in a clear and succinct manner through a variety of
communication platforms and styles. Obtain desired results through
effective messaging. Motivating Others - Creates a climate in which
people want to do their best; can motivate many kinds of direct
reports and team or project members; can assess each person's hot
button and use it to get the best out of him/her; pushes task and
decisions down; empowers others; invites input from each person and
shares ownership and visibility; makes each individual feel his/her
work is important; is someone people like working for and with.
Presentation Skills - Is effective in a variety of formal
presentation settings: one-on-one, small and large groups, with
peers, direct reports, and bosses; is effective both inside and
outside the organization, on both cool data and hot and
controversial topics; commands attention and can manage group
processes during the presentation; can change tactics midstream
when something isn't working. Process Management - Good at figuring
out the processes necessary to get things done; knows how to
organize people and activities; understand show to separate and
combine tasks into efficient work flow; knows what to measure and
how to measure it; can see opportunities for synergy and
integration where others can't; can simplify complex processes;
gets more of fewer results. Work Environment/Physical Demands: This
job operates in a professional office environment; this role
routinely uses standard office equipment such as computers, phones,
photocopiers, filing cabinets and fax machines. This is largely a
sedentary role; however, some mobility is required Regularly
provides information to and receives information from/through
various technologies, media, sources, and contacts. Must be able to
accurately exchange information in these situations May work early
or late on occasion to accommodate business needs Occasional
lifting of a maximum of 30lbs Minimal travel to other office
locations/meeting locations occasionally necessary Reasonable
accommodations may be made to enable individuals with disabilities
to perform the essential functions. Pay Range: $52,000 -
$58,000PI177324390
Keywords: EMPLOYERS, Henderson , Supervisor, Claims Intake, Other , Henderson, Nevada
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